Heat Networks

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The Priority Services Register (PSR)

The Priority Services Register is a free service for our heat network customers who may need additional support due to age, disability, health conditions, communication needs, or other personal circumstances. Joining the register helps Gentoo provide appropriate support and assistance, particularly during interruptions to heating or hot water services.

Information recorded on the PSR will be maintained securely, reviewed periodically and updated where changes in circumstances are identified or reported.

Customers registered on the PSR may receive additional support, including:

• Communications in an alternative language, format or channel where required.
• The ability to nominate an authorised representative, family member, carer or advocate to receive communications and act on the customer's behalf, where appropriate.
• Priority consideration during heat network emergencies and service disruptions.
• Additional consideration during planned or unplanned interruptions to heating and hot water services.
• Tailored support arrangements based on individual circumstances and identified needs.

Priority Service Register sign-up form

Name

Address

Phone number

Email address

Preferred method of contact

Phone

Email

Post

SMS

Do you need communication from us in a different format?

Yes

No

Please tick all that apply to you or a member of your household

Physical health and disability

Mental health and cognitive conditions

Communication needs

Social and economic vulnerability

Life circumstances and crises

Age-related vulnerabilities

Temporary circumstances

Please provide any additional detail:

Do you expect this circumstance to be permanent or tempoary?

Permanent

Temporary

If temporary, please provide an expected start and end date